Role Overview:

We are seeking an experienced and strategic Vice President - CRM to lead customer relationship management, customer lifecycle strategies, retention programs, loyalty initiatives, and customer engagement across the organization. The role will be responsible for driving customer-centric growth through data-driven insights, personalized engagement strategies, CRM technology optimization, and cross-functional collaboration.

Key Responsibilities:

- Develop and execute the organization's CRM strategy aligned with business growth objectives.

- Lead customer lifecycle management programs across acquisition, onboarding, engagement, retention, and loyalty stages.

- Design and implement customer segmentation frameworks to drive personalized customer experiences.

- Drive customer retention, cross-sell, upsell, and reactivation initiatives through targeted campaigns.

- Manage and optimize CRM platforms, automation tools, and customer engagement technologies.

- Leverage customer data, behavioral insights, and analytics to improve customer experience and business outcomes.

- Establish customer journey mapping frameworks to identify pain points and improve engagement.

- Partner with marketing, sales, product, digital, operations, and customer service teams to ensure seamless customer experiences.

- Develop customer loyalty and rewards programs to enhance customer lifetime value.

- Monitor customer satisfaction metrics including NPS, CSAT, CES, retention, and churn rates.

- Drive omnichannel customer engagement strategies across digital, mobile, web, email, social, and offline touchpoints.

- Build predictive analytics models and customer intelligence frameworks to support business decisions.

- Lead CRM transformation and digitalization initiatives to improve operational efficiency.

- Ensure data quality, governance, privacy compliance, and CRM process standardization.

- Manage CRM budgets, vendor relationships, technology partners, and external agencies.

- Lead, mentor, and develop high-performing CRM, analytics, and customer engagement teams.

Key Result Areas (KRAs):

- Improve customer retention and reduce customer churn across business segments.

- Increase customer lifetime value (CLV) through effective engagement and loyalty programs.

- Enhance customer satisfaction, NPS, and overall customer experience metrics.

- Drive growth in cross-sell, upsell, and repeat purchase revenues.

- Improve customer acquisition-to-conversion effectiveness through targeted CRM initiatives.

- Increase campaign effectiveness through customer segmentation and personalization strategies.

- Achieve higher engagement rates across digital and offline customer channels.

- Improve CRM platform adoption, utilization, and automation effectiveness.

- Strengthen customer data quality, governance, and reporting accuracy.

- Deliver measurable ROI on CRM investments and customer engagement programs.

- Establish scalable CRM processes and customer-centric operating models.

- Build a data-driven culture focused on customer insights and continuous improvement.

Required Skills & Competencies:

- Strong expertise in Customer Relationship Management and customer lifecycle management.

- Deep understanding of customer retention, loyalty, engagement, and personalization strategies.

- Experience with CRM platforms such as Salesforce, Microsoft Dynamics, HubSpot, SAP CRM, Oracle CX, or similar solutions.

- Strong analytical and data-driven decision-making capabilities.

- Expertise in customer segmentation, predictive analytics, and customer journey mapping.

- Experience in marketing automation and customer engagement technologies.

- Knowledge of digital marketing, customer acquisition, and omnichannel engagement strategies.

- Strong understanding of customer experience (CX) frameworks and best practices.

- Expertise in CRM reporting, dashboarding, and performance measurement.

- Experience managing large-scale CRM transformation and technology implementation projects.

- Strong stakeholder management and cross-functional leadership skills.

- Excellent communication, presentation, and influencing capabilities.

- Strong business acumen and customer-centric mindset.

- Experience managing large teams and developing leadership talent.

- Knowledge of data privacy, compliance, and customer data governance practices.

Qualifications:

- Bachelor's degree in Business Administration, Marketing, Management, Engineering, or related discipline.

- MBA or Postgraduate degree from a reputed institution preferred.

- Certifications in CRM platforms, Customer Experience, Digital Marketing, Analytics, or Customer Success will be an advantage.

Experience Requirements:

- 12-16 years of experience in CRM, Customer Experience, Customer Engagement, Loyalty, Marketing, or Customer Success functions.

- Proven experience leading enterprise-wide CRM strategies and customer engagement programs.

- Experience working with large customer databases and CRM technology ecosystems.

- Demonstrated success in driving customer retention, loyalty, and revenue growth initiatives.

- Experience managing cross-functional teams in fast-paced and customer-centric environments.

- Exposure to digital transformation, analytics, and customer experience modernization programs is preferred.